Frequently Asked Questions
Find answers to common questions below, organised by service. If you can't find what you're looking for, get in touch and we'll point you in the right direction.
Frequently asked questions
Find answers to common questions below, organised by service. If you can’t find what you’re looking for, get in touch and we’ll point you in the right direction.
About Stepwise
To find out more, visit our About page.
Most of our services are completely free. A small number, like Dress for Work, offer both a free and a fee for service option. Either way, there’s no cost to reach out and find out what’s right for you.
We operate across six locations: our main office in Homebush, Meals on Wheels in Concord, and offices in Campsie, Bankstown, Lakemba and Burwood. Visit our Contact page for full addresses and opening hours.
Yes. Our teams include bilingual workers across a range of languages including Arabic, Mandarin, Bengali, Dari and Vietnamese, among others. Let us know your preferred language when you get in touch.
Metro Assist and CABL have come together as Stepwise Community Services. The programs, the people and the support you know haven’t gone anywhere, we’ve simply brought two trusted organisations together under one name so we can do more for the communities we serve.
Have a look through the “I need help with” section on our homepage, use the search bar, or get in touch directly and we’ll point you in the right direction.
Arriving in Australia
To find out more, visit our Settlement Services page.
We aim to confirm your eligibility and book an initial appointment, usually within five to ten business days.
Yes, get in touch anyway and we’ll help you work it out.
Money & Bills
To find out more, visit our Financial Inclusion page.
General
Financial Counselling is funded for Burwood, Bayside, Canada Bay, Canterbury-Bankstown, Georges River, Inner West and Strathfield, though we’ll still see people from outside these areas where we can. No Interest Loans and Energy Accounts Payment Assistance have their own area requirements, covered below.
Yes. If your situation calls for it, we can connect you with more than one Financial Inclusion service.
You’re welcome to get in touch yourself for any of these services. Referral pathways vary a little between each one, so check the relevant service page for details.
Yes. Everything you tell our Financial Inclusion team is kept confidential, and we’ll only act on your behalf with your consent.
Financial Counselling
A financial counsellor helps with financial crises, managing debt and budgeting, and it’s a free service. A financial planner charges a fee to help you grow your wealth. They’re quite different services.
Yes. With your consent, we can talk to creditors, help negotiate lower bills and set up payment plans.
No Interest Loans
It’s a genuine no interest loan. We assess your income and expenses the same way any lender would, and you repay what you borrow over time. There’s just no interest and no fees.
NILS can’t be used for cash, existing debts, holidays, everyday bills like groceries and petrol, or fines.
You’ll need 100 points of ID, details about your financial situation, information on any existing debts, and a quote or invoice for the item or service you want to buy.
Repayments are set over a fixed 24 month period.
No. NILS is a legitimate, long running national program that’s been operating since 1981.
Energy Accounts Payment Assistance
EAPA is available twice a year.
You can find other relief support services through Service NSW.
We use your bank statements and other documents as part of your eligibility assessment, to check your circumstances and confirm your financial distress.
Renting & Housing
To find out more, visit our Tenancy Advice and Advocacy page.
No. We support tenants with existing disputes. We do not have the capacity to help people find or apply for housing.
We can guide you through which forms you’ll need, but we’re not able to complete forms on your behalf. If you have a support worker or coordinator, ask them to help with paperwork before you contact us.
No. The most useful thing you can provide is a copy of your residential tenancy agreement, which we can accept through our online form.
See our Tenancy Resources page for the full list of suburbs we support.
Domestic Violence
To find out more, visit our Domestic Violence Support / WDVCAS page.
An AVO, or Apprehended Violence Order, is a court order that aims to protect someone from a person who’s been violent or threatening towards them.
We can provide information and support if your matter goes to a hearing, including meeting you at court.
You can still reach out to us. We work with an interpreting service and can arrange one from your first contact, as well as for court if needed.
We can talk you through what’s available and how to apply.
No, we’re not lawyers and can’t provide legal advice or representation, but we can refer you to Legal Aid.
Meals
To find out more, visit our Meals on Wheels page.
No, there’s a cost involved, though pricing depends on the meal type. See our Meals on Wheels page for the full price list.
Yes, in most cases. Register with My Aged Care on 1800 200 422 or at myagedcare.gov.au to be assessed under the Commonwealth Home Support Programme. If you’re not eligible through My Aged Care, get in touch with us directly, as a private paying option may still be available.
Strathfield, Burwood, Ashfield and Canada Bay LGA’s.
No. Many of our clients are recovering from an illness or injury and only need support for a short time, while others simply like having meals available for the days they can’t cook. It’s a flexible service, not just for people who are fully housebound.
No, we’re not lawyers and can’t provide legal advice or representation, but we can refer you to Legal Aid.
Youth
To find out more, visit our Youth Programs.
Our Youth Program is for young people on eligible visas such as family stream, skilled migrant, humanitarian or refugee visas. If you’re not sure whether you’re eligible, get in touch anyway. We’re happy to point you to the right service if we’re not the right fit for you.
We can help you get ready for work through resume support, cover letters and guidance on the job search. We can’t guarantee a job or a placement with a specific employer.
We’re not able to give immigration advice, including help with bringing family members to Australia. We can refer you to a service that specialises in this.
We only ask to confirm you’re eligible for our program. It isn’t shared for any other purpose, so there’s nothing to worry about in telling us.
No, we’re not lawyers and can’t provide legal advice or representation, but we can refer you to Legal Aid.
